As a Call Handler you will be speaking directly to our client’s customers who find themselves in financial difficulty. You will need to take ownership to understand the customers financial situation, providing options and solutions ensuring fair outcomes at all times, including vulnerable customers.

Job title:

Collections Agent

Job Description:

Do you want a job where you go home each day knowing that you have made a difference in someone’s life?

Fancy working in a contact centre where the main focus is our customer & getting the best possible outcome for them?

If so, we want to hear from you!

Office based inbound Call Handlers required within Financial Services!

We’re looking for experienced Call Handlers to join our existing team within a well-known high street banking client based in our COVID safe Preston Brook office.

As a Call Handler you will be speaking directly to our client’s customers who find themselves in financial difficulty. You will need to take ownership to understand the customers financial situation, providing options and solutions ensuring fair outcomes at all times, including vulnerable customers.

You’ll be joining a network of some of the most experienced, innovative, and dedicated people in the country, with opportunities to learn new skills and develop in your career and grow. You’ll also find it to be a daily rewarding role as you will be making a difference day in day out to each of our customers!

Whether you want to kick start or restart your career, Capita is the right place to do just that.

This is a permanent role, 37.5hr working week on a shift rota basis:

- 7.5 hr shifts between 8am & 9pm Monday to Friday and

- 7.5 hr shifts between 8am & 5pm on Saturday.

- You will be required to work various hours, including both mornings & evenings.

What you’ll be doing:

· Understanding the customers financial situation, providing options and solutions ensuring fair outcomes at all times, including for our vulnerable customers

· Building rapport, empathising, and having meaningful conversations with our customers to deliver excellent customer service

· Embracing learning, coaching and development to continuously improve your skills and capability

· Sharing ideas to improve the customer service experience

· Making a difference to customers

You’ll be:

· Comfortable speaking with customers over the phone and asking questions on to gain a full understanding of our customers circumstances

· Handling customer telephone calls in an efficient and effective manner

· Making decisions considering the risk to the client and impact to the customer using guidance or advice where required

· Navigating around our systems and ensuring all details entered are accurate

· Ensuring all regulatory requirements are adhered to through training and compliance

· A positive individual with a great attitude towards change and a desire to grow to be the best you can be

What’s in it for you?

· Be part of our competitive pay progression scheme with a salary starting at £20,000 which then can rise to as much as £22,500 with tenure, performance and experience. Beyond that, progress to handling more complex calls and see your salary increase to in excess of £23,000

· Internal career progression platform called INSPIRE, which helps many colleagues to develop into a multitude of roles available.

· 23 days’ holiday (rising to 27) with the opportunity to buy extra leave

· The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice

· Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more!

· Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology

· Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

· Friendly and vibrant office environment

· You’ll also benefit from FREE on-site parking at our Preston Brook office

· Don’t drive? Don’t worry! We have a shuttle bus to & from Preston Brook office to Runcorn & Warrington station! Which is FREE of charge to all Capita employees

You’ll get the chance to follow your chosen career path anywhere in Capita. Joining a network of 63,000 experienced, innovative, and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

About Akinika

Akinika Debt Recovery Limited, a Capita plc company, is a leading player in the specialist payment and early stage collection market. We specialise in consumer and commercial debt collection and act on behalf of several regulated and non-regulated companies.

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. You’ll have the option to upload your CV, but it’s not essential. As the first step in the recruitment process, you’ll then be sent a link to take part in our online assessment to check if you’re a good fit for the role. If you pass the assessment, one of our advisors will be in touch to discuss arranging an interview.

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees.